CN102215175A - Automatic online customer service response method - Google Patents
Automatic online customer service response method Download PDFInfo
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- CN102215175A CN102215175A CN2010101444660A CN201010144466A CN102215175A CN 102215175 A CN102215175 A CN 102215175A CN 2010101444660 A CN2010101444660 A CN 2010101444660A CN 201010144466 A CN201010144466 A CN 201010144466A CN 102215175 A CN102215175 A CN 102215175A
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Abstract
The invention relates to an automatic online customer service response method. An account used by real-time communication software is set in a client service management system for hosting, an automatic response system can fulfill the aim of realizing the automatic response action of the hosted account, and a knowledge base maintenance system in the client service management system can fulfill the aims of modifying and maintaining the response contents of the automatic response system, judging keywords and responding to questions by a user of the real-time communication account.
Description
Technical field
The method of the present invention for providing a kind of automatic on-line customer service to respond refers in particular to the method that automatic on-line customer service that a kind of automatic answering system that utilizes real-time communication software carries out is responded.
Background technology
At present, real-time communication software is indispensable in a people's daily life tool of communications, also form a kind of very natural communication way gradually, and the normal real-time communication software that uses of general now institute is MSN (Microsoft Network, the microsoft network service), QQ (is QICQ, the instant messages transmitting software of company of Tengxun exploitation) or SKYPE (networking telephone), but these real-time communication software major parts are still based on general use, for commerce is used except sending advertising message, as if there is not other special purposes, so let us is expected each real-time communication software so-called automatic-answering back device developing mechanism is arranged all in fact, allow real-time communication can do online answering, and mention the online answering of real-time communication software, though useful, many following shortcomings are also arranged:
(1) the purchase instrument is very expensive, for example: Microsoft OCS (Microsoft OfficeCommunications Server, Microsoft's office communication server), LCS (Office LiveCommunications Server, the timely communication server of enterprise-level), the user of these softwares is the enterprise that scale is quite arranged, the stepping back of small enterprise's prestige.
(2) tool using must be by exploitation, comprises corresponding statement and problem and all be to develop customizedly by the research staff, bothers very much.
(3) MSN, SKYPE, QQ have useful real-time communication function, but the still general not enough hommization of present acknowledgement mechanism, subject matter is that the back can't corresponding important information, so the application of automatic-answering back device only is confined to inquire about weather, subscription RSS (Really Simple Syndication is a kind of reader that is used to issue and obtain Web content) waits these base application.
Therefore, how above-mentioned problem is forgone the place of the technical difficulties that solves for institute of the present invention desire.
Summary of the invention
In view of this, main purpose of the present invention is to provide a kind of simple to operate and can realize the method that the automatic on-line customer service of real-time communication is responded.
For achieving the above object, the invention provides the method that a kind of automatic on-line customer service is responded, its key step is:
(1) carry out the application of registered members's account number cipher by the membership management system earlier, and the maintenance of personal data or modification;
(2) register the member after, can use the knowledge base maintenance system to make amendment and safeguard response content and response mode;
(3) by the number of the account management system number of the account of real-time communication software is managed on behalf of another;
(4) when real-time communication software is received extraneous Word message, convert Word message to coding that automatic answering system can receive by real-time communication transcoding interface earlier;
(5) after automatic answering system receives extraneous Word message, intersect comparison, and the content Word message that will will reply at last is sent to real-time communication transcoding interface by the knowledge base maintenance system;
(6) real-time communication transcoding interface converts the content Word message of replying to coding that real-time communication software can receive, and is sent to described real-time communication software, to finish responder action.
Method by automatic on-line customer service response of the present invention, can allow the user of real-time communication software, the own employed real-time communication number of the account of general own is positioned over manages on behalf of another in the client service management system, and by automatic answering system, achieves the effect of carrying out automatic-answering back device.
In the client service management system among the present invention and contain membership management system, knowledge base maintenance system, number of the account management system and data system connected system, and by the knowledge base maintenance system, can make the user of this real-time communication number of the account, reaching makes amendment safeguard automatic answering system response content, differentiate the purpose of keyword and response problem.
Description of drawings
Fig. 1 can realize one of system block diagrams of automatic on-line customer service response method among the present invention;
Fig. 2 is two of the system block diagrams that can realize automatic on-line customer service response method among the present invention;
Fig. 3 is one of preferred embodiment schematic diagram of the present invention;
Fig. 4 is two of a preferred embodiment schematic diagram of the present invention;
Fig. 5 is three of a preferred embodiment schematic diagram of the present invention;
Fig. 6 is the flow chart of steps of the method for automatic on-line customer service response of the present invention.
Description of reference numerals
Real-time communication transcoding interface 1
Client service management system 3
The membership management system 31
Knowledge base maintenance system 32
Number of the account management system 33
Data system connected system 34
Real-time communication software 4
Embodiment
For achieving the above object and effect, the technology used in the present invention means and structure, existing conjunction with figs. just preferred embodiment of the present invention illustrates that in detail its feature and function are as follows, so that understanding fully.
See also Fig. 1, Fig. 2, Fig. 3, Fig. 4, Fig. 5 and shown in Figure 6, it is respectively system block diagrams of the present invention, preferred embodiment schematic diagram and flow chart of steps, find out by knowing among the figure, native system consists predominantly of real-time communication transcoding interface 1, automatic answering system 2 and 3 three aspects of client service management system, wherein include membership management system 31 in the client service management system 3, knowledge base maintenance system 32, number of the account management system 33 and data system connected system 34, mainly be to be MSN, the user of relevant real-time communication software 4 such as QQ or SKYPE, the own employed real-time communication number of the account of general own is positioned over manages on behalf of another in the client service management system 3, and by automatic answering system 2, make it reach the purpose that can carry out automatic-answering back device, and the key step of native system is as follows:
(S1) carry out the application of registered members's account number cipher by membership management system 31 in advance, and the maintenance of personal data or modification;
(S2) register the member after, can use knowledge base maintenance system 32 to make amendment and safeguard response content and response mode;
(S3) by number of the account management system 33 number of the account of real-time communication software 4 is managed on behalf of another;
(S4) when real-time communication software 4 is received extraneous Word message, convert Word message to automatic answering system 2 codings that can receive by real-time communication transcoding interface 1 in advance;
(S5) after automatic answering system 2 receives extraneous Word message, intersect comparison by knowledge base maintenance system 32, and the content Word message that will last will reply is sent to real-time communication transcoding interface 1;
(S6) real-time communication transcoding interface 1 converts the content Word message of replying to real-time communication software 4 codings that can receive, and is sent to real-time communication software 4, to finish responder action.
And the knowledge base maintenance system 32 of above-mentioned client service management system 3 mainly is with the single method of divining by means of characters, earlier each individual character in the extraneous Word message that is received is all disassembled earlier, then according to the earlier corresponding knowledge base maintenance of the result after divining by means of characters system 32, find out the noun that meets fully according to the meeting judgement in the knowledge base maintenance system 32, if can not find corresponding noun, corresponding automatic answering system 2 will with not in full conformity with some nouns list, the user is to the noun of key in guiding, gradually dwindle query context, if find corresponding noun to correspond to certainly fully to look for related data in the knowledge base maintenance system 32 and data beamed back.
The present invention uses except the user that general individual can be provided, as the message secretary of oneself, can use automatic answer function when can't be online, allow the other side can stay the Useful Information that to be concluded, perhaps when net is clapped, can set up the online customer service of twenty four hours, the method that automatic on-line customer service of the present invention is in addition responded can be at the member who needs being arranged by the pattern of data system connected system 34 with undersize item, data are connected with client service management system 3, are applied in following different occasion:
1. enterprise can allow the client carry out the online query order by the present invention, and enterprise is as long as carrying out data in data system connected system 34 connects, and the client just can inquire order above real-time communication;
2. government bodies' (comprising local government) can solve the website and use the problem that is difficult for, often wanting data query or looking for article to be not enough by full-text search, utilizing data system connected system 34 to carry out public data connects, allow the user among the replying of automatic answering system 2, can obtain information and the service of wanting apace, perhaps the handy service for the people can be connected with data system connected system 34, not only just physical phone is served, and also can include real-time communication in service range;
3. public organization or public good group, when selling auction for charity, place an order and not necessarily will use online store, also can be by real-time communication, cooperate data system connected system 34, allow real-time communication also can in automatic answering system 2 answerings, descend one action apace, and will descend forms data to throw and get back in its order software;
4. school or educational institution; can learn relevant manufacturer data and the information of moving in replying by automatic answering system 2; utilize real-time communication to transmit the archives function; can utilize real-time communication to transmit needed data, need in the website, not look for and but can't learn correct information and date half a day.
In sum, the method for automatic on-line customer service response of the present invention can reach its effect and purpose in use really.
The above is preferred embodiment of the present invention only, is not to be used to limit protection scope of the present invention.
Claims (5)
1. the method responded of an automatic on-line customer service is characterized in that its key step is:
(1) carry out the application of registered members's account number cipher by the membership management system earlier, and the maintenance of personal data or modification;
(2) register the member after, can use the knowledge base maintenance system to make amendment and safeguard response content and response mode;
(3) by the number of the account management system number of the account of real-time communication software is managed on behalf of another;
(4) when described real-time communication software is received extraneous Word message, convert Word message to coding that automatic answering system can receive by real-time communication transcoding interface earlier;
(5) after described automatic answering system receives extraneous Word message, intersect comparison by described knowledge base maintenance system, and the content Word message that will will reply at last is sent to described real-time communication transcoding interface;
(6) described real-time communication transcoding interface converts the content Word message of replying to coding that described real-time communication software can receive, and is sent to described real-time communication software, to finish responder action.
2. the method that automatic on-line customer service as claimed in claim 1 is responded is characterized in that described real-time communication software is microsoft network service, Tengxun's instant messages transmitting software or the networking telephone.
3. the method that automatic on-line customer service as claimed in claim 1 is responded is characterized in that described membership management system, described knowledge base maintenance system and described number of the account management system are all in a client service management system.
4. the method that automatic on-line customer service as claimed in claim 3 is responded is characterized in that, includes the data system connected system in the described client service management system in addition.
5. the method that automatic on-line customer service as claimed in claim 4 is responded is characterized in that, at the member who needs being arranged by the pattern of described data system connected system with undersize item, data is connected with described client service management system.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2010101444660A CN102215175A (en) | 2010-04-12 | 2010-04-12 | Automatic online customer service response method |
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| Application Number | Priority Date | Filing Date | Title |
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| CN2010101444660A CN102215175A (en) | 2010-04-12 | 2010-04-12 | Automatic online customer service response method |
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| CN102215175A true CN102215175A (en) | 2011-10-12 |
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| CN2010101444660A Pending CN102215175A (en) | 2010-04-12 | 2010-04-12 | Automatic online customer service response method |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104518951A (en) * | 2013-09-29 | 2015-04-15 | 腾讯科技（深圳）有限公司 | Method and device for replying social contact application messages |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101180650A (en) * | 2005-05-20 | 2008-05-14 | 微软公司 | Adaptive customer assistance system for software products |
| CN101346949A (en) * | 2005-10-21 | 2009-01-14 | 捷讯研究有限公司 | Instant messaging device/server protocol |
| CN201210293Y (en) * | 2008-03-07 | 2009-03-18 | 施侃晟 | Computer assistant reporting and knowledge generating system |
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2010
- 2010-04-12 CN CN2010101444660A patent/CN102215175A/en active Pending
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101180650A (en) * | 2005-05-20 | 2008-05-14 | 微软公司 | Adaptive customer assistance system for software products |
| CN101346949A (en) * | 2005-10-21 | 2009-01-14 | 捷讯研究有限公司 | Instant messaging device/server protocol |
| CN201210293Y (en) * | 2008-03-07 | 2009-03-18 | 施侃晟 | Computer assistant reporting and knowledge generating system |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104518951A (en) * | 2013-09-29 | 2015-04-15 | 腾讯科技（深圳）有限公司 | Method and device for replying social contact application messages |
| CN104518951B (en) * | 2013-09-29 | 2017-04-05 | 腾讯科技（深圳）有限公司 | A kind of method and device for replying social networking application information |
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Application publication date: 20111012 |